Customer Service Sales
Resume:
ADELE R. LEAGUE
Charlotte, NC 28227
E-mail ***********@*****.***
LinkedIn: http://www.linkedin.com/pub/adele-league/50/82a/a64
Summary
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Dedicated, energetic, results-oriented professional with over 10+ years of managerial, sales, customer service, and human resource experience with a Fortune 500 company. Demonstrated ability to motivate and develop employees to achieve optimum performance levels. Advancement through proven displays of leadership qualities, strategic and out of the box thinking that challenges status quo, and astute relationship management skills. Offer exceptional versatility and adaptability, and the ability to manage multiple tasks in a highly pressured environment.
Qualifications
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• Staff Training/Development
• Strategic/Tactical Planning
• Policy/Program Development
• Leadership & Team building
• Change Management
• Customer Service Management
• Process Re-Engineering
• Learning and Talent Development
• Talent Mapping and Leadership Quality Consultation
Career Profile
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Windstream Communications, Charlotte, North Carolina, 8/2001-4/2012
Manager - Customer Service Operations Support, 4/10-6/12
Responsible for new hire recruitment, on-boarding and existing agent training programs. Consulted and managed quality assurance teams for the residential and small business telecommunication sales and service contact centers. Played an integral role in maintaining and improving performance and quality, which allowed company growth and increased profit potential.
• Tasked with forming an internal recruiting team and managed both staffing increases and downsizing to ensure maintenance of effective staffing and utilization levels.
• Facilitated the restructuring of the new hire training program which reduced the length by 5 weeks, while improving new agent knowledge and overall sales target achievements by 10%.
• Spearheaded a new quality coaching and development program targeted at analyzing key performance metrics, creating action plans, providing intense coaching at the agent and supervisor levels, and tracking the success.
Manager - Residential Wireline Sales & Service, 6/06 – 4/10
Conducted extensive management of an inbound sales and customer service staff of more than 100 phone representatives and 7 supervisors. Accountable for meeting and exceeding customer satisfaction results, sales targets, handle time requirements and order entry accuracy.
• Developed and trained a new sales process focused on identifying customer needs and offering products and services as a bundled package which increased sales per call by 20%.
• Recommended numerous policy and procedure changes that improved overall customer experiences, gained efficiencies, and increased inter-departmental communications,
• Professionally mentored and coached supervisory staff as well as managed and enhanced employee morale.
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Supervisor - Residential Wireline Sales & Service, 7/02 – 6/06
Supervised and evaluated team and individual performance for 17 direct reports; devised and implemented pro-active training techniques to promote revenue growth, procedural knowledge, call handling efficiency and overall customer satisfaction.
• Strengthened the sales and service development program by integrating strong mentoring / coaching elements into new employee trainings.
Sales & Service Representative, Residential Wireline Services, 4/02 – 7/02
Administrative Assistant to Wireless Customer Service Manager, 10/01 – 4/02
Customer Service Representative, Wireless Services (Alltel), 8/01 – 10/01
Global Door Controls, Inc., Charlotte, North Carolina, 10/99-3/01
Purchasing Agent, Staff Accountant
Purchased and tracked stock to maintain a 3 million dollar inventory. Communicated and coordinated shipments with International Manufacturers and Customs Brokers. Implemented and revised an operations and procedural manual resulting in more efficient job training. Hired, trained and supervised Purchasing and Customer Service Representatives.
Kelly Services, Charlotte, North Carolina; Williamsville, New York, 7/98 - 7/99
Staffing Coordinator/On-site Staffing Coordinator
Full Service Staffing for Fortune 500 and privately owned clients with emphasis on administrative assistants, customer service reps and clerical positions.
Education & Training
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State University of New York at Buffalo, 1997
Bachelors Degree – Communication
Honors: Magna Cum Laude, Phi Beta Kappa, Golden Key National Honor Society
Training: Completed numerous courses and seminars in customer service, sales strategies, human resources, time management, leadership, and performance management.
Volunteer
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• Faith Formation teacher, 9/08 - Current
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